[Numbers] Ringing Timeout

Note: In case your account is in Europe or Canada, for the time being, you will still be seeing the classic Numbers experience, under the “Admin” section and the “Admin” app in Workspace.  We plan on enabling the new Numbers experience in Workspace in your region in a few months. Please use this part of the article if you need guidance.

The ringing timeout is the maximum time that an incoming call rings an agent’s device before it is routed, through Talkdesk Studio, back to the queue or voicemail. 

Admins can edit any phone number’s default ringing timeout of 35 seconds, thus increasing or decreasing the time for the agent to answer the call.  

To change the predefined ringing timeout, please follow the instructions below:

ringing

1.  Select the Admin app  [1] and go to the Numbers tab [2].

2. On the Numbers page, select the phone number for which you will be defining the new ringing timeout [3].
ringing
3. On the “Numbers” details page, scroll down, and click on Go to legacy settings [4]. Note that the area to edit the ringing timeout is not yet on Talkdesk Workspace, so you will need to access Talkdesk Classic.
ringing

4. Select the Custom Settings tab [5]. 

5. Set the “Override Account Settings” option to “Yes” [6] to indicate that the settings you will define for that specific number override the settings you have defined at the account level.
ringing

7. Scroll down to the “Queue Settings” section and in the “Seconds” field, type in a new ringing timeout [7]

9. Click Save [8]

The new ringing timeout is now set for this particular number, and any phone call coming through it will ring for the specified amount of time.

Note: Ringing timeouts must be configured per phone number and cannot be applied to all phone numbers at once, nor specific agents or ring groups.

 

Numbers (Classic)

Note: In case your account is Europe or Canada region, you are still seeing the Classic Numbers app. It is in our plans to, in the short term, enable the new version in your area. For now, please consider the following steps.

The ringing timeout is the maximum amount of time that an incoming call rings an agent’s device before it is routed back to the queue or voicemail. 

Admins can edit any phone number’s default ringing timeout of 35 seconds, thus increasing or decreasing the time for the agent to answer the call.  

To change the predefined ringing timeout, follow the instructions below.

Ringing_timeout_1.png

1. Log in to your Talkdesk account as an Administrator. 

2. Select the Admin section [1] and go to the Numbers tab [2].

3. On the Numbers page, select the phone number for which you will be defining the new ringing timeout [3]. 

Ringing_timeout_2.png

5. Select the Custom Settings tab [4]

6. Set the “Override Account Settings” option to “Yes” [5]

Ringing_timeout_3.png

7. Scroll down to the “Queue Settings” section [6].

8. Next to “Ringing Timeout”, in the “Seconds” field, type in or use the up and down arrows to choose a new ringing timeout [7].

9. Click Save at the bottom of the page to submit your changes. 

 

The new ringing timeout is now set for this particular number and any phone call coming through it will ring for the specified amount of time.

Note: Ringing timeouts must be configured per phone number and cannot be applied to all phone numbers at once, nor specific agents or ring groups.

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